Director, Operational Excellence

Job Summary

To lead ONYX's Operational Excellence across all brands. Drive overall brand performance and operations strategy, strengthen quality and service standards, and build scalable systems that improve efficiency and guest experience consistency. Convert strategic direction into clear, commercially focused action plans, and accelerate performance through disciplined execution, cross-functional alignment, and agile project deliveryensuring measurable impact on guest satisfaction and overall business results.

Main Duties & Responsibilities

A. Operations

a. Strategy & Framework

i. Set the vision, goals, and objectives aligned with the organization's strategy and culture.

ii. Lead initiatives that strengthen operational consistency and elevate guest experience across the ONYX portfolio.

iii. Develop, maintain, and regularly update brand standards, service protocols, and operational frameworks to ensure alignment with ONYX's strategic direction.

iv. Co-lead the RISE Commercial Deep Dive and SPARK Operational Deep Dive programs, focusing on service culture, operational efficiency, and process improvement across ONYX brands. Ensure each deep dive delivers measurable enhancements in guest satisfaction, cost efficiency, and operational performance.

v. Design and institutionalize leading KPIs for hotel operations, linking guest experience, efficiency, and profitability into a single predictive performance dashboard.

vi. Serve as a core member of the Operations & Excellence Steering Committee with Brand Champion Directors and the Director of Business Performance Intelligence. Ensure VICTORY calls translate operational insights into actionable plans that drive measurable improvement.

vii. Establish and lead a cross-functional SCRUM team dedicated to Operational Excellence, driving agility, speed, and disciplined execution across initiatives. Oversee sprint planning, backlog prioritization, sprint reviews, and stakeholder alignment to ensure projects progress with clarity, transparency, and measurable impact across all ONYX brands.

viii. Partner closely with the VP to drive GOP and EBITDA through deep-dive sessions, positioning, and repositioning workshops alongside operations, sales, and marketing leadership.

ix. Translate high-level strategies into actionable commercial initiatives with clear timelines and deliverables.

x. Collaborate with General Managers and commercial teams to ensure alignment and disciplined follow-through.

b. Systems & Processes

i. Design, implement, and continuously improve operational systems and processes that ensure consistency, efficiency, and quality across all brands.

ii. Build an integrated operations framework that connects workflows, data systems, and performance tracking to enable smooth communication between corporate and property teams.

iii. Support management initiatives to ensure new systems, tools, and processes are successfully adopted across all levels of the organization.

iv. Ensure all process updates, system enhancements, and operational guidelines are clearly documented, communicated, and implemented across the group.

c. Team & Resources

i. Build and lead a multi-skilled Operational Excellence team that embodies ownership, agility, and innovation.

ii. Define clear roles, domains, and growth pathways within the team to support a leadership-based and talent-based model.

iii. Promote a culture of empowerment, recognition, and continuous learning that nurtures internal talent and builds leadership depth across the group.

iv. Partner with property and corporate leaders to align resources, ensuring each initiative has the right talent, tools, and support to achieve measurable impact.

v. Collaborate with Commercial, HR, and Sustainability pillars to ensure service quality and efficiency directly support both guest experience and financial outcomes.

d. Issues & Risks Management

i. Oversee a risk management framework for Operational Excellence, ensuring early identification, evaluation, and mitigation of potential risks across all brands and functions.

ii. Monitor operational issues and performance gaps through data analytics, audit reports, and guest feedback, proactively addressing root causes rather than symptoms.

e. Other Operations

i. Coordinate operational functions and requirements across all hotels within the Group, facilitating the standardization of policies and procedures to achieve maximum efficiency.

ii. Maintain an open flow of communication with hotel General Managers, using the coordinating function to share knowledge and information for the benefit of all hotels.

iii. Coordinate operational needs with ONYX Corporate Office pillars including Finance/IT, Sales/Marketing/Revenue, Human Resources, Technical Services, and Development/Projects.

iv. Conduct periodic site audits to ensure brand and operational standards are met and oversee remodeling and renovation projects as required.

v. Conduct in-depth operational reviews across all brands and properties to assess performance, identify process gaps, and uncover opportunities for efficiency and service improvement, while contributing to group-wide operational strategies aligned with ONYX's strategic direction.

vi. Lead and develop Operations Support team members by providing clear direction, accountability, and follow-through on processes and timelines.

vii. Facilitate operational review workshops and cross-functional collaboration sessions to align departments on shared goals and best practices.

viii. Benchmark ONYX operations against industry best practices and competitor performance to drive continuous improvement in efficiency, innovation, and guest satisfaction.

ix. Oversee and coordinate all pre-opening activities across ONYX Hotels pipeline, ensuring brand standards, quality, and readiness are achieved. Lead cross-functional alignment with internal stakeholders, owners, and property teams on budgets, timelines, and operational preparation. Drive implementation of pre-opening standards, SOPs, and audits to ensure smooth and successful openings.

x. Partner closely with Directors of Operations for OZO and Shama to drive property performance through deep-dive reviews, turnaround alignment workshops, and cross-functional collaboration across operations, commercial, finance, brands & marketing, and technical services.

xi. Carry out assignments from the VP, Operations Amari, OZO, Shama, and Oriental Residence, and provide regular progress updates.

xii. Oversee all Operational Excellence initiatives across the organization, ensuring strong project ownership, structured timelines, cross-functional alignment, and thorough post-implementation impact evaluation to drive sustainable improvement and consistency across all brands.

B. Quality

a. Set the vision, goals, and objectives for quality management aligned with the organization's overall strategy, culture, and brand standards.

b. Promote the importance of quality and service excellence across all levels, ensuring alignment with ONYX's operational and guest experience goals.

c. Lead, coach, and empower quality teams, optimizing resources and budgets to strengthen operational capability and consistency.

d. Demonstrate strong analytical, problem-solving, and decision-making skills with the ability to influence, communicate, and inspire others.

e. Oversee both internal brand standard audits and external quality assessments (e.g., Mystery Shopper), ensuring consistent methodology, balanced evaluation, and standardized reporting across all brands to drive measurable improvement.

f. Foster a culture of quality, innovation, and continuous improvement that enhances guest experience and reinforces brand trust.

C. Guest Experience

a. Lead group-wide transformational initiatives that strengthen ONYX's brand identity, operational excellence, and service culture across all properties.

b. Drive cross-brand projects focused on elevating guest perception, brand differentiation, and long-term value creation.

c. Lead the design and enhancement of the end-to-end guest journeyfrom pre-arrival to post-stayensuring every touchpoint reflects ONYX's service philosophy and brand promise.

d. Partner with property and brand leaders to reinforce a guest-centric culture, ensuring employees understand their role in delivering exceptional and memorable experiences.

e. Collaborate with cross-functional teams to integrate digital solutions, service innovations, and brand experiences that enhance guest convenience and engagement.

f. Utilize guest feedback, review analytics, and data insights to identify trends, uncover improvement opportunities, and ensure consistent quality across all brands.